Slow Pay Roxy palace casino making up their own rules to delay withdrawal

Last Monday i made a withdrawal from Roxy Palace Casino. My account has been fully verified with documents and i have withdrawn from there a number of times previously.

I was advised on Thursday that they had been trying to contact me by phone but as i hadn't answered they stopped my withdrawal pending phone verification(whatever this is??? Apparently they think that talking to someone on a phone is some form of identity verification, and is so important that it overrides the fact they have my License and documents????? lol someone is giving them very poor advice). I explained to them that i work as a professional and do long hours so i dont answer blocked numbers ever. I then requested details of the Term or Condition that says they can withhold my funds when i have provided all my documents. They couldn't provide this. I then went on Live Chat and asked what Term or Condition they are relying on. She replied "our payments department like to bend their own rules" and couldn't provide me with a Term or Condition.


I was then advised Friday that my funds would be paid on Monday, and then i was further advised this "The good news is that your funds are now been processed and once they have been paid they will only take up to 24 hours to reach your Neteller account" yesterday. I then received another email today stating that as my phone number hasn't been verified my funds are still being withheld, so im not sure why they advised me the funds had been processed.

They say they need this for security reasons, yet the 13 deposits i made and lost in horrendous play(this is another story) in the week prior to withdrawing i was never required to verify my phone number?? I wonder why security wasn't an issue when taking my funds from Neteller???

I'm just so sick of online casinos thinking they can make up their own rules, and delay withdrawals when your account has been verified as required. Why are our withdrawals so unimportant that they can delay them for weeks at a time for nothing, and their deposits are always received instantly??

Sure, i could go on their Live Chat and make a time for them to call me, and i would of if they could of shown me a Term or Condition that gives them this right, but they haven't. And why should they think they have the right to withhold players funds when they have verified their identity already??

Phone verification for withdrawal? LOL I agree with you OP that just seems like a totally unnecessary step and must be some delay tactic they are using to withhold your winnings.

Whats the point of talking on the phone? What would they even ask - "Hi, we just want you to confirm these details ... " "Congratulations on your win! Do you want to withdrawal? ... " If you are verified with KYC documents that should be more than enough I'd be pretty suspicious if a casino of all places asks for more than what is generally required to get verified.

Also if your from Melbourne (like me) you do not want to deal with calls from casino's that are based overseas - they will call you at ridiculous times and most do not seem to care about the time difference (I've received calls that I answered from 'private numbers' at Sunday 11:30pm and Friday 9pm or so to market me some bonuses). Let them know you will only correspond via e-mail due to these time differences and good luck on your pay - the phone verification thing is quite ridiculous.

She replied "our payments department like to bend their own rules" and couldn't provide me with a Term or Condition.

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Do you have a copy of this chat session? I'd like to see that.

I'll contact the casino rep letting him know that there is a problem here.

My thoughts exactly psychogene. I can't work out what a phone call could possibly achieve when they have enough of my documents to steal my identity lol. Not to mention the fact my phone is paid for by work, and i find it inappropriate to be receiving calls from casinos on what is also a work phone. And the time difference also, i too have been woken by overseas casino calls. Also, i'd prefer my gf didnt answer calls from casinos when she answers my phone when im not around lol.

I have advised the casino of the above, and have asked numerous times for them to show me the Term or Condition they are relying on to withhold my funds, but they haven't. Whats more, they have called my phone numerous times and heard my answering machine that has my name on it lol. So they have actually verified it is my phone number if this is what they are trying to do. But it seems their requirement must be for me to answer their blocked number lol.

Sorry Casinomeister, i didnt get a copy of the chat transcript, but im happy to give permission for you to do this if it can be done.

ruffy19 said:

Sorry Casinomeister, i didnt get a copy of the chat transcript, but im happy to give permission for you to do this if it can be done.

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Bryan may posess many ninja like skills, but rescuing player transcripts from a casino might be a stretch too far

I am very interested to see if Roxy honours this with a response, my previous dealings with them suggest to me that this may have been a mix-up of some sort. But I am keen to see what they say.

Feedback on Complaint

We have received your complaint and we truly appreciate your comments. Please note that at Roxy Palace we understand your frustration in regard to this matter and hope that we will be able to clarify this for you.

A proper review of the actions on your account has been done and we noticed that from the 5th May 2015 we have tried to contact you via e-mail on numerous occasions to inform you that we have an invalid number registered to your account which is required as part of the security review for withdrawal on all accounts. Upon reaching you on our Live Chat system you updated your mobile number with us on the 14th of May 2015. We proceeded to contact you as indicated on the initial e-mail response sent to you on the 14th of May 2015.

“Thank you for providing a valid number, we will get our service agents to contact you to have the number verified”

At this time your requested withdrawal was within the minimum 48 hour waiting period (which is standard for all withdrawals) and our dedicated service agents again attempted to contact you telephonically for the next few days to verify the number you provided. As we have not been able to reach you to verify the number, this did cause a delay in processing your withdrawal. Though you were informed that we would process this by the following Monday, the processing referred to is still subject to a full security review which includes but is not limited to ( documents that may be requested) a telephonic verification of all details.

Please note that as a Responsible Gaming Provider we pride ourselves with the security we provide to all of our valued players. Though we understand that this can be a frustration to a certain extent, the security procedure (as per term 14 of our General Terms and Conditions: ) has been put in place for the protection of our players, the casino and all third parties that we represent.

We hope that we have been able to clarify this matter for you. Should you require any further information pertaining to this matter, please let us know and we will contact you directly.

Roxy Palace said:

We have received your complaint and we truly appreciate your comments. Please note that at Roxy Palace we understand your frustration in regard to this matter and hope that we will be able to clarify this for you.

A proper review of the actions on your account has been done and we noticed that from the 5th May 2015 we have tried to contact you via e-mail on numerous occasions to inform you that we have an invalid number registered to your account which is required as part of the security review for withdrawal on all accounts. Upon reaching you on our Live Chat system you updated your mobile number with us on the 14th of May 2015. We proceeded to contact you as indicated on the initial e-mail response sent to you on the 14th of May 2015.

“Thank you for providing a valid number, we will get our service agents to contact you to have the number verified”

At this time your requested withdrawal was within the minimum 48 hour waiting period (which is standard for all withdrawals) and our dedicated service agents again attempted to contact you telephonically for the next few days to verify the number you provided. As we have not been able to reach you to verify the number, this did cause a delay in processing your withdrawal. Though you were informed that we would process this by the following Monday, the processing referred to is still subject to a full security review which includes but is not limited to ( documents that may be requested) a telephonic verification of all details.

Please note that as a Responsible Gaming Provider we pride ourselves with the security we provide to all of our valued players. Though we understand that this can be a frustration to a certain extent, the security procedure (as per term 14 of our General Terms and Conditions:

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) has been put in place for the protection of our players, the casino and all third parties that we represent.

We hope that we have been able to clarify this matter for you. Should you require any further information pertaining to this matter, please let us know and we will contact you directly.

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There is a considerable level of mistrust in the ability of online casinos to keep our contact details as secure as they promise. This is why players are reluctant to give out "work numbers" in particular, as this can get them fired! By far the biggest problem is a number that has been given out "for KYC" ends up being targeted by spam texts and calls. This happened to me when I gave out my mobile number to another casino when my account was migrated from one of the groups pulling out of the UK market. Before this, the number had received no spam texts for many years, yet shortly after giving it out to one casino it has been intermittently spammed by promotions for other casinos. Somehow, it was not kept secure. This is bad enough, but for many this simply CANNOT happen to a work number, and the only way to be sure it can't is to not give it out, no matter what excuse the casino has for wanting it.

If casinos in general had managed to keep players' emails and phone numbers secured from spammers, then there would be less concern about giving them out.

Casinos also have a responsibility to identify themselves when calling players, and using "private numbers" and other means of cloaking their calls is blatant "double standards" on their part, and they shouldn't really be surprised that such calls don't get through given the widespread issue of misuse of contact details for spam marketing.

A number is not "invalid" if it's a case of the player not picking up, an error that some casinos have made, and later been called out on. An "invalid" number is one that when dialled, can't be connected to a recipient device to make it ring. Even here, it's sometimes a case of the casino staff not dialling it correctly as an international call according to the rules of their telecoms carrier, which may differ from the number format rules of the recipient's carrier.

I'd like to know how a mobile phone number is any kind of proof of identity.
I can go to the supermarket down the road and buy as many sim card as i want for 99p each.
Maybe it's not a case of checking identity, but it adds more value to the customers data, when selling on to .....

Roxy Palace said:

all third parties that we represent.

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I suggest that's what the OP does..
Go buy a 99p sim card, give that number to roxy palace, and arrange a time for them to call.
Put the sim card in your phone, answer their call.
Take the sim card out and throw it away

Exactly Vinyl. the only phone i have is a work phone, and i simply dont want casinos calling me on it, that should be my choice. Having said that, they have my number and can hear my name on the messagebank, but they insist on talking to me lol.

Good idea Brian. but they have my work number already so im guessing the spam will begin soon.

The Term 14 you refer to refers to proof of identity Roxy Palace. It in no way indicates any sort of phone verification requirement. How can talking to me on the phone be a form of identity verification? It can't! Do you not have all of my documents?? Can you not hear my name on my answering machine when i dont answer your calls?.

The funny part is the withdrawal is only 300 dollars lol. I deposited much more than that in just the few days prior to the withdrawal. So Roxy Palace has chosen to delay a small withdrawal, and lose a good depositing client for absolutely no reason at all, when they have all of my documents. I really dont get it.

ruffy19 said:

So Roxy Palace has chosen to delay a small withdrawal, and lose a good depositing client for absolutely no reason at all, when they have all of my documents. I really dont get it.

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It seems part of Roxy's business plan is to lose new depositing players, it may only be a small flaw but I think it needs addressing.

Cant this is getting worst so glad I closed my account with these lot

Roxy Palace said:

Though you were informed that we would process this by the following Monday, the processing referred to is still subject to a full security review which includes but is not limited to ( documents that may be requested) a telephonic verification of all details.

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Why not send out a text message with some sort of security code and get the person to e-mail you back with this code so that the number is verified? Or invest a digital system that verifies phones numbers (kind of like Mastercard's securecode that gives out a 6 digit pin via SMS that must be entered within a certain time or else it expires and a new one must be given out after).

I haven't come across an online casino yet that has required verification by phone where its a manual call and I have joined and am verified at more than 15 online casinos - seems rather a waste of time when there are other more legitimate and automated ways to verify people. Oh well keep us posted on the outcome OP!

psychogene said:

Why not send out a text message with some sort of security code and get the person to e-mail you back with this code so that the number is verified? Or invest a digital system that verifies phones numbers (kind of like Mastercard's securecode that gives out a 6 digit pin via SMS that must be entered within a certain time or else it expires and a new one must be given out after).

I haven't come across an online casino yet that has required verification by phone where its a manual call and I have joined and am verified at more than 15 online casinos - seems rather a waste of time when there are other more legitimate and automated ways to verify people. Oh well keep us posted on the outcome OP!

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Because it is a stalling tactic and I would bet good money these pre withdrawal phone verification conversations include the rep trying to get the player to reverse with some kindof bonus offer. It really is shocking how the level of verification/speed of payment varies with some casinos

slottymcslot said:

Because it is a stalling tactic and I would bet good money these pre withdrawal phone verification conversations include the rep trying to get the player to reverse with some kindof bonus offer. It really is shocking how the level of verification/speed of payment varies with some casinos

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Probably not far from the truth. As well as verification, the first call can open the door to a marketing relationship by having the rep make some "small talk" with the player with a view to assessing how susceptible they might be in the future to telephone marketing. This could include reversal offers, but could also include calls to entice further deposits or find out why a player is ignoring "dead cert" promotions that marketing feel should be working.

Instead of spending countless minutes explaining things and disputing things, i would go on live chat n say i'm free, ring me now and plz dont use this number for marketing/spam calls. I have done the above on many casinos n they have never used it for marketing after that

And roxy isn't the first to ask for a phone verification in my experience

brianmon said:

I'd like to know how a mobile phone number is any kind of proof of identity.
I can go to the supermarket down the road and buy as many sim card as i want for 99p each.
Maybe it's not a case of checking identity, but it adds more value to the customers data, when selling on to .....


I suggest that's what the OP does..
Go buy a 99p sim card, give that number to roxy palace, and arrange a time for them to call.
Put the sim card in your phone, answer their call.
Take the sim card out and throw it away

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Agreed! A mobile number is ZERO proof of identity! I have 3 different mobiles 3 different numbers for different reasons. Work / social / play
and none of them link to me! Just a stall tactic by a casino who is rapidly loosing the respect and no doubt customers through the way they are acting.

Roxy Palace casino one to avoid at the moment for sure!

Update

Roxy Palace have now paid my withdrawal without speaking to me on the phone.

Not sure why they chose to take this approach and lose a player for no reason.

Thanks Casinomeister for providing the platform to keep these casinos honest.

Remember in most casinos security checks are only "triggered" by withdrawals as it is too labour intensive to do at sign up (apparently, even tho more reputable casinos do pre deposit security checks, ensuring instant withdrawals when you do win). This to protect the player, obviously